IT Analyst II

Honeywell•Charlotte, NC

1d•Onsite

About The Position

The IT Analyst II provides dedicated, white-glove technical support to diamond and platinum care users. This role is responsible for delivering exceptional customer service, resolving technology issues with urgency and professionalism, and ensuring a seamless technology experience for their customers. The analyst serves as a trusted advisor, proactively managing support needs while maintaining the highest levels of confidentiality, discretion, and customer satisfaction.

Requirements

Minimum of 3 years of IT support, executive support, service desk, or desktop support experience.
Experience supporting senior executives, VIP customers, or leadership teams.
3 years or more experience in: Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
3 years or more experience in: Windows 11 and macOS
3 years or more experience in: Mobile device management (iOS and Android)
3 years or more experience in: Collaboration and conferencing technologies
3 years or more experience in: IT service management platforms (e.g., ServiceNow)

Nice To Haves

Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
ITIL Foundation certification.
Microsoft 365 certifications.
Experience supporting hybrid work environments.
Knowledge of endpoint management solutions such as Microsoft Intune.
Experience in enterprise-level IT operations and support.

Responsibilities

Provide personalized, high-touch technical support for executives, senior leaders, and key stakeholders.
Serve as the primary point of contact for executive technology issues, requests, and escalations.
Deliver rapid diagnosis and resolution of hardware, software, network, mobile device, and collaboration platform issues.
Coordinate and facilitate executive onboarding, office moves, travel support, and technology setup.
Support Windows and macOS devices, mobile devices, peripherals, and conferencing technologies.
Troubleshoot issues related to Microsoft 365, Teams, Outlook, SharePoint, OneDrive, and related enterprise applications.
Provide support for conference rooms, executive presentations, virtual meetings, and special events.
Perform advanced troubleshooting and coordinate with technical teams when escalation is required.
Deliver exceptional customer service with a focus on responsiveness, professionalism, and communication.
Maintain regular communication with customers throughout the lifecycle of support requests.
Develop trusted relationships with executive stakeholders and their administrative assistants.
Proactively identify opportunities to improve executive technology experiences.
Manage incidents and service requests through established ITSM processes.
Ensure timely documentation, tracking, and resolution of support tickets.
Monitor and prioritize executive-related escalations to meet service level expectations.
Create and maintain knowledge articles and support documentation.
Adhere to all company security, privacy, and compliance policies.
Handle sensitive and confidential information with discretion.
Support endpoint security, software updates, and compliance initiatives for executive devices.
Promote cybersecurity awareness and best practices among executive customers.